Incident Analyst



Job type:


The Overview

Centrica has an exciting opportunity for an Incident Analyst to join our team at our offices in Staines (West London)

Ther Role

  • Recover service as rapidly as possible in the event of high priority incidents, minimising business impact and customer detriment
  • Work in partnership with Problem Management to reduce the likelihood of further incidents and business impacts the role
  • Take the lead with support teams and third parties to investigate incidents and take recovery actions to restore service as rapidly as possible
  • Capture and understand business impacts to determine priority and approach to resolution of incidents
  • Set up and lead teleconferences with support teams, coordinating action plans and documenting steps to resolution
  • Provide written and verbal communication to stakeholders, giving clear, accurate and concise progress updates in a timely fashion
  • Ensure incidents are fully documented within the reporting system, providing a clear audit trail of activities and decisions
  • Work hand-in-hand with problem management, providing information and updates to support root cause investigations and mitigating actions
  • Organise and run post incident reviews, logging actions to improve processes and information to reduce the risk and impact of future incidents
  • Identify actions to mitigate and avoid further incidents, and ensure these are progressed as appropriate
  • Ensure incident activities are managed within prescribed OLAs, for example mean time to repair, communication updates etc
  • Set up and maintain strong relationships with stakeholders by effectively managing expectations and inspiring confidence in delivery

The Person

  • Requires a broad understanding of the technologies provided and how they underpin the operations of the business
  • Experience in supplier relationship management within a service framework including SLA, KPI and OLA management
  • Process driven, structured and analytical approach
  • Ability to establish and maintain strong relationships with stakeholders by effectively managing expectations and inspiring confidence in IS
  • Thorough understanding of the principles of Service Management and experience of fronting complex and diverse IS systems in a service-focused organisation
  • Broad technical expertise and the ability to apply functional knowledge to complex and diverse issues
  • Knowledge of managing performance with third parties or internal delivery teams within a service frame work, including SLA, KPI and OLA management
  • ITILv3 Service Management Foundation qualified

The Company

Centrica plc, a FTSE 100 company, has operations in UK, North America and Europe. With 30+ million customer-product relationships, Centrica's vision is to become the leading integrated supplier of energy and related services for its chosen markets and maximise value to shareholders. Centrica's brand names include British Gas, Direct Energy (North America). At Centrica, our purpose is to help people today and secure energy for tomorrow.

PLEASE APPLY ONLINE by hitting the 'Apply' button. Please upload your cover letter and CV as one document.

Applications will ONLY be accepted via the ‘Apply’ button.

To request an update on this role, or if you have any problems uploading your CV please email typing ‘Update required: Requisition Incident Analyst (R9932742) in the subject title. Agencies: Centrica operate a preferred supplier arrangement, however if you wish to be considered at the next review session please submit a brief overview of your capability to PSL@centri